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About the Role

Continuously improve the member experience by owning and developing robust quality assurance and complaints management frameworks, applying strong technical expertise, sound judgement and best-practice knowledge to drive consistent, measurable service improvement. Lead the end-to-end handling of cases passed into the complaints process, ensuring each case is assessed, managed and resolved quickly, accurately and in full, with clear communication to members and relevant stakeholders throughout. Take full accountability for complaints resolution, ensuring outcomes are fair, evidence-based, compliant with agreed processes and delivered within required timelines. Own and continually strengthen the quality assurance framework across member cases, calls and member data maintenance activity undertaken across the Membership department, ensuring standards, controls, reporting and follow-up actions are clearly defined and consistently applied. Use quality assurance insight, complaints data, root cause analysis and technical process knowledge to identify recurring issues, service risks and improvement opportunities, working with Member Support and the wider Member Experience team to resolve underlying causes and improve the support provided to members.

Responsibilities

Define, implement, and continuously improve QA and complaints processes, with clear ownership of outcomes, aiming to improve efficiency, consistency, and member outcomes
Own end-to-end complaints handling, ensuring prompt, accurate resolution in line with agreed timelines and standards, intervening early to resolve issues before escalation
Own and deliver the QA framework across cases, calls, and data, ensuring standards are consistently met
Ensure QA is completed on schedule, with clear reporting, actionable insights, and tracked follow-up, aiming to embed a culture of accountability and continuous improvement
Identify trends, risks, and root causes, taking decisive action to resolve issues at source and translate insights into measurable improvements across people, processes, and systems

Requirements

Proven experience designing, implementing and leading quality assurance and complaints management frameworks within a customer, membership, regulatory or service-focused environment, with clear accountability for quality standards, governance, controls and outcomes.
Demonstrable track record of owning end-to-end complaints processes, including complex or high-risk cases, delivering fair, evidence-based resolutions, reducing escalations and improving member or customer outcomes.
Strong technical expertise in quality assurance methodologies, quality control frameworks, root cause analysis, auditing techniques, process mapping and continuous improvement approaches, with evidence of translating insight into measurable operational improvements.
Significant experience using quality assurance data, complaints insight, performance metrics and trend analysis to identify risks, drive corrective actions and influence business decisions.
Strong CRM and case management system expertise, ideally Salesforce Service Cloud, including the ability to analyse data, identify trends and use system capability to improve quality and complaints processes.
Able to operate autonomously as the recognised subject matter expert for quality assurance and complaints management, taking ownership of outcomes while working collaboratively across the wider Member Experience function.
Excellent stakeholder management and influencing skills, with the ability to challenge constructively, provide expert guidance and gain buy-in for quality and service improvement initiatives across multiple teams.
Strong written and verbal communication skills, including the ability to produce clear, evidence-based complaint responses, quality reports, recommendations and senior-level insights.
Knowledge of PRS for Music, membership organisations, regulated service environments or customer resolution best practice would be advantageous.

Skills

Quality Assurance
Complaints Management
Technical Expertise
Judgement
Best-Practice Knowledge
Service Improvement
Case Management
Communication
Quality Assurance Methodologies
Quality Control Frameworks
Root Cause Analysis
Auditing Techniques
Process Mapping
Continuous Improvement
Data Analysis
Trend Analysis
CRM
Salesforce Service Cloud
Stakeholder Management
Influencing Skills
Written Communication
Verbal Communication

Location

London Bridge Hub
Remote

Work Type

Hybrid
Remote

Experience Level

Subject Matter Expert

Benefits

Family friendly leave (enhanced maternity and paternity, grandparent, fertility, reproductive and menopause support)
25 days holiday entitlement with the option to top up twice annually up to a maximum of 30 days
Work from anywhere in the world for up to eight weeks of the year
Retail discounts
Gym discounts
Season ticket loan
Bicycle loan

About the Company

Music wouldn't exist without the work of songwriters, composers and publishers. We're here to represent them and make sure that they are paid for their work. After more than a century in the industry, we continue to innovate as a world-leading organisation.

Equal Opportunity

At PRS we are committed to equity, diversity, inclusion and belonging for all. We have taken a holistic approach to ensure that no one feels excluded regardless of age, class, sexuality, gender, race, religion, or ability. We value the needs of everyone in our organisation and strive to build an environment where our employee’s contributions are recognised in order that everyone may thrive.